About this role
Job SummaryThis position is located with the U. S. Small Business Administration (SBA), Customer Service Center (CSC) in Buffalo, NY. The employee serves as a Supervisory National Resource Specialist, reporting through the Operations Supervisor to the Customer Service Manager. The incumbent supervises teams of Disaster Recovery Specialists (DRS) and Disaster Recovery Assistants (DRA) and communicates program goals and management objectives to staff.
QualificationsGS-12: One year of specialized experience, equivalent to the GS-11 grade level in the Federal service, obtained in either the private or public sector: Communicating orally and in writing with internal and external customers to provide accurate program information and accomplish customer service program goals; and Leading and supervising a team of employees by assigning work, monitoring performance, and ensuring productivity and quality standards are met; and Interpreting and explaining organizational policies, procedures, goals, and operational requirements to employees to ensure consistent program delivery and compliance with established guidance; and Explaining disaster loan requirements and lending/credit concepts to individuals and businesses, including application procedures, eligibility requirements, and loan processing/closing steps. These qualifications must be clearly referenced in your resume. Note: Education may not be substituted for this position. Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's Qualifications web site: General Business and Industry Series 1101a Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g. Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Generally, time in Non-Pay status as a federal employee is not creditable towards the specialized experience requirement listed above. TIME-IN-GRADE: If you are a current career or career-conditional federal employee applying for promotion under Merit Promotion you must have completed a minimum of 52 weeks in positions at the next lower grade level than the position being filled. All qualification requirements must be met by 11:59 pm (Eastern Time) on 05/29/2026.
Major DutiesAs a Supervisory National Resource Specialist at the GS- 1101-12, some of your typical work assignments may include: Provide leadership and technical guidance to team members who respond to customer service inquiries for the purpose of improving the delivery of the customer service functions for the Disaster Loan Program. Provide technical and subject matter expertise in all customer service functions to subordinates, other staff members and management. Monitors the communication channels of the center staff, including but not limited to, telephone calls, emails, etc., ensuring the quality of all program information and professional standards are maintained. Directly oversee and guide the work of team members by assigning tasks with defined deadlines, distributing and balancing workloads based on skill levels, making necessary adjustments to ensure timely completion of team objectives, and ensuring each employee contributes meaningfully to overall team results. Prepares or reviews written responses to correspondence received through customer service mailbox and/or other incoming communication channels.